PROGRAM TITLE
Strategic Customer Service Management

DURATION
5 (five) days

DATES, VENUES & COURSE FEES

  • 18 – 22 March 2019 in Bangkok : US$ 2250 per person
  • 07 – 11 April 2019 in Dubai : US$ 3750 per person
  • 20 – 24 May 2019 in Kuala Lumpur : US$ 2500 per person
  • 01 – 05 July 2019 in Bali : US$ 2250 per person
  • 19 – 23 August 2019 in Bangkok : US$ 2250 per person
  • 06 – 10 October 2019 in Dubai : US$ 3750 per person
  • 04 – 08 November 2019 in Kuala Lumpur : US$ 2500 per person
  • 16 – 20 December 2019 in Bali : US$ 2250 per person

Course Fees

  • Are net into our account
  • Include a certificate, refreshments, lunch, stationery and writing instruments.

Other Locations & Dates
Upon specific request for a minimum 10 participants.

PROGRAM OBJECTIVES
This program is designed to enable participants to better:

  • Understand the concept of Strategic Customer Service Management
  • Approach on how to make changes in their organization to drive customer satisfaction toward customer loyalty.
  • Manage the implementation Effective Customer Service strategies & plans

PROGRAM CONTENT
Over the 5 days period CSM themes are explored through a number of core sessions that address specific related issues. These sessions include – but will not always be limited to:

  • Concept of Strategic Customer Service Management
  • The evolution of Customer Service Management
  • Customer Loyalty the ultimate goal of CSM
  • Differentiate your organization from competitors by providing superior service
  • From Call Center to Contact Center
  • CSM as differentiators in hyper-competitive market
  • Technology as enabler
  • Crafting Customer Service Strategy, Plans, Programs, Policies, Systems & Procedures
  • Build a customer service-driven culture within their organization
  • The effective organization of CSM
  • How to transform employee as service excellent provider
  • Keep on track and keep moving a head (monitoring and improvement)
  • Be proactive rather than reactive
  • Provide exceptional customer service and protect long-term relationships

LEARNING METHODOLOGY
A proper mix of lectures, Q&A, sharing, discussions, exercises and activities.

RECOMMENDED PARTICIPANTS

  • Customer Service related Executives
  • Sales & Marketing related Executives
  • Corporate Planning Executives
  • QA Executives
  • All Managers
  • Those who must provide significant contributions in ensuring effective Customer Service Management at their organization
  • Those groomed for above positions

REGISTRATION
Publimaks International
Email : marketingmanager@publimaks.com
Phone : +62 21 7456755

SMT: Course Registration

If you are interested to attend our training course, you may submit your registration by filling out the form below and we will get back with you shortly.

PLEASE SELECT